Tier 1 Team Lead

Position Summary

ITS Customer Experience and Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable, and professional IT support in partnership with campus units. The division advances the University’s role as a leading public university by delivering continuous service improvement and leveraging technology efficiencies and expertise. As part of CE&E, the ITS Service Desk is the first point of contact for IT support at UNC Chapel Hill.

We log all incidents and service requests, execute the incident and request fulfillment processes, and route unresolved problems to the appropriate support group. We communicate with users via information, advice and guidance, and collaborate closely with specialized Help Desks across departments and schools.

This position provides Tier 1 (advanced) technical support to faculty, staff, and students for a variety of applications and services used across a wide range of systems, networks, and platforms. Areas of support include Lenovo/Mac CCI hardware, Microsoft Windows, macOS operating systems, M365, VPN, DUO, MFA, various e‑mail clients, web browsers, networking, and campus IT services. Technical support is provided via phone, web, e‑mail, chat, and walk‑up.

The primary duties involve diagnosing and resolving customer technical problems in collaboration with Service Desk colleagues.

In addition to day‑to‑day Tier 1 support, the Tier 1 Lead will dedicate time to additional responsibilities, including:

• Contact Center (ACD) Administration
• Phone metrics and reporting in the contact center and ticketing platform
• Technical lead to students and staff
• Performing quality assurance/control for phone support

• Diagnose and resolve technical problems for users over phone, web, e‑mail, chat, and walk‑up.
• Log incidents, service requests, and fulfill the incident and request processes.
• Collaborate with Service Desk colleagues and specialized Help Desks to resolve escalated issues.
• Manage phone metrics and reporting, and analyze data to support scheduling and forecasting.
• Perform quality assurance reviews and control for phone support.
• Provide technical leadership to students and staff.

• Associate’s degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and one year of experience, OR
  
  • Bachelor’s degree in an accredited institution with one year of experience, OR
  
  • Bachelor’s degree in computer science, computer engineering, math, or engineering with an accredited institution, OR
  
  • Equivalent combination of education and experience.
• Journey level requires an additional one year of experience;
  Advanced level requires an additional two years of experience.

• Telephone and/or chat technical support experience
• Experience with TDX or similar customer relationship tracking system
• Ability to analyze metrics and reporting for scheduling and forecasting, and experience in quality assurance
• Strong understanding of how contact centers (CCaaS) work

100% technical support over the phone, requiring long‑term sitting or standing at a desk for eight hours a day.

The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.